JobsDB – Hong Kong's no. 1 jobs, employment, career and recruitment site JobsDB Login For employers Job search Profile Career advice Search Jobs Manager – Insights, Strategy & Change Cathay Pacific Airways Ltd Lantau Island Posted on 16-Nov-23 Apply Now Manager – Insights, Strategy & Change Cathay Pacific Airways Ltd Apply Now Job Highlights 8+ yrs’ experience in customer service industries Manage the CS projects portfolio Travel Benefits, 5-day work, Medical Benefits Job Description Reports To: Head of Customer SupportDepartment: Customer Care (CCD)Customer Support plays a key role in enabling the Cathay Pacific Group in retaining loyalty of customers whom we have disappointed, and continuously improve the services we offer the travelling public. The role of the Insights, Strategy & Change Manager is to identify and prioritise areas for improvement to the customer journey and experience by identifying and prioritising business problems/ data received from all customer contact channels.The job holder will drive change and business improvement across the business utilising actionable insights with a target to improve customer experience/centricity and productivity. By combining his/her knowledge of customer feedback, the job holder will act as the conduit with upstream departments to convey strategic challenges and business goals. He/she will ensure that insights generated are articulated and executed on.The Insights, Strategy & Change Manager will also work closely with major stakeholders on minimizing customer issues and therefore increasing operational effectiveness, efficiency and responsiveness of the Customer Support team.In addition, the job holder will also manage the CS projects portfolio including Salesforce system enhancements.Key ResponsibilitiesResearch, data analytics and adoptionAnalyse and prioritise frontend customer enquiries and complaints across the customer journey to derive a roadmap of priorities and initiatives.Investigate and deep dive into key issues via process mapping and data gathering to facilitate root cause analysis and develop objective actionable recommendations for stakeholders.Act as a catalyst of change to influence the use of Customer Support data to drive continuous improvement across the organisation, ultimately improving customer experience/centricity and productivity.Work with Digital Department in developing the use of new tools and solutions to drive continuous improvement in generating a robust feedback loop system.Partnership, delivery and reportingLead business initiatives effectively by obtaining stakeholder buy-in and aligning stakeholders on vision, scope and approachPartner with Business Units to address pain points/inconsistencies and to drive improvements, ensuring that the Customer Support data feeds into our customer experience/voice of the customer programmes.Set up rigorous tracking mechanisms and provide regular reporting to ensure process improvements are implemented once agreement has been reached and measure progress and service improvements.Scope projects and create workable project plans, including business case development, resources estimation, budget and timeline formulation. She/he should motivate and leverage available resources to execute on work plans where possible and needs to be pragmatic in balancing competing priorities to meet commitments.Lead new initiatives/Proof of Concepts where required to explore new ideas/solutions/technologies.Strategy, Vision & Roadmap ManagementIdentify strategic opportunities/challenges for change and develop high quality presentations to influence and drive strategic discussions at senior management level.Support Head of Customer Support in the creation of CS strategy, vision and roadmap.Understand and leverage industry best practices and emerging trends in Customer Support to support Head of Customer Support in driving opportunities at both strategic and/or tactical level around People, Process and Technology.People ManagementManage, coach, and develop members in the CS team to cultivate a strong and high performing team.Grow the presence and credibility of the team in driving cultural change across the organisation.OthersOther responsibilities as directed by the Head of Customer Support which include managing the wider CS projects portfolio including Salesforce system enhancementsRequirementsUndergraduate degree with 8+ years’ experience in customer service led industriesMinimum 5 years of Project Management experienceQualifications in Lean or Project Management preferableData sensitive, detail minded with strong analytical skillsAble to operate at both strategic level and drive deliveryStrong partnership building skills and ability to work with stakeholders of all levelsAble to inspire and influence change to drive cultural changeStrong presentation skillsStrong organisation, multi-tasking and time-management skillsChange Management knowledge preferred, along with experience working in a matrix organisation and driving indirect changeExperience in strategic planning preferredHighly motivated and able to learn quickly and independentlyStrong interpersonal and communication skillsApplication Deadline: 30 November 2023Personal & Application InformationCathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer. Additional Information Job Type Full Time, Permanent Company Website http://www.cathaypacific.com/careers Job Functions Transportation & Logistics , Aviation Services , Sales, CS & Business Devpt , Business Development , Customer Service - Manager Additional Company Information Industry Freight Forwarding/Delivery/Shipping Benefits & Others Dental insurance, Life insurance, Medical insurance, Travel allowance, Five-day work week More jobs from this employer Report this job ad Job seekers Browse jobs Post resumes Job alerts Profile Career insights Employers Post a job ad Search candidates Advertise with us Best companies About JobsDB About us Career@SEEK Asia (JobsDB) Contact Contact us FAQ Hong Kong Privacy policy Terms & conditions Copyright © 1998-2023, JobsDB
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